Helping Financial Advisors and Wealth Managers incorporate alternative strategies at scale. Helping Asset Managers open new lanes of distribution.
About the role
iCapital is looking to hire a Production Support Analyst (PSA) to provide front-line technical support for iCapital's annuities eApplication platform, ensuring timely resolution of client inquiries and system-related issues. This role serves as a critical point of contact for clients, delivering exceptional service while troubleshooting technical challenges, escalating critical incidents, and collaborating across teams to maintain platform performance. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 1-3 years’ experience in technology industry
- Experience providing direct end user support for software (either custom built software or SAAS model platform)
- Experience with online ticketing system and support, experience with Jira is a plus
- Experience creating user documentation, experience with Jira Confluence and SharePoint is a plus
- Experience in insurance industry is a plus
More about this role
iCapital is looking to hire a Production Support Analyst (PSA) to provide front-line technical support for iCapital's annuities eApplication platform, ensuring timely resolution of client inquiries and system-related issues. This role serves as a critical point of contact for clients, delivering exceptional service while troubleshooting technical challenges, escalating critical incidents, and collaborating across teams to maintain platform performance. The PSA plays a key role in driving client satisfaction, improving operational efficiency, and contributing to continuous process enhancements through knowledge sharing and workflow development. This position supports clients during the 8:00 AM to 5:00 PM EST shift and operates under general supervision within a collaborative, fast-paced environment.
- Collaborate with Production Support team members to maintain active engagement during working hours and share workload responsibilities equitably.
- Respond to client inquiries and support requests with urgency, professionalism, and a focus on timely resolution.
- Identify critical issues and coordinate with cross-functional iCapital teams to drive prompt escalation and resolution.
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